MOTAC to Take Firm and Decisive Action Over Case of 36 Stranded Umrah Pilgrims

8 January 2026

KUALA LUMPUR: The Ministry of Tourism, Arts and Culture (MOTAC) is treating with utmost seriousness the incident involving 36 umrah pilgrims who were stranded in Madinah.

They were stranded after Al Aisy Travel & Tours Sdn. Bhd. failed to provide accommodation and return flight tickets as promised.

In a Facebook post MOTAC Minister Datuk Seri Tiong King Sing shared, "The affected pilgrims, including elderly persons and children, had each made full payment of RM7,600 and were forced to endure financial and emotional distress when the agency neglected its basic responsibilities, to the extent that the group had to seek donations to purchase return air tickets."

" Since last year, MOTAC has announced its intention to implement the mandatory Bank Guarantee requirement as a key condition for the licensing of travel agencies, particularly umrah package operators, under the provisions of the Tourism Industry Act 1992 (Act 482)."

" That the incident occurred once again proves that this measure is not only justified, but increasingly urgent in order to protect pilgrims and consumers from irresponsible operators and to strengthen public confidence in the country’s umrah and tourism industry, he stated.

According to him, such incidents are not isolated cases, but have occurred repeatedly and with alarming frequency, giving rise to public outrage and a sense of helplessness among victims.

Many pilgrims have suffered significant losses and were left to struggle to find their own way home without any support from operators who should have been fully responsible.

"In this regard, I have directed the immediate implementation of the bank guarantee mechanism as a mandatory requirement for travel agencies offering umrah packages."

"This step is crucial to ensure that pilgrims’ funds are always protected and that compensation can be channelled without delay in cases of fraud, negligence or agency failure. This is not a burden on honest operators; rather, it is a firm measure to build a safe and trustworthy tourism ecosystem and to restore public confidence."

Reports on this incident were conveyed to MOTAC through the Malaysian Embassy in Riyadh, and all the pilgrims arrived safely at KLIA Terminal 2 on 6 January 2026.

While their safe return is a relief, the fact that such incidents continue to occur is wholly unacceptable and demands firm and immediate action.

Preliminary investigations by MOTAC found that the company’s premises were no longer in operation and that there were several serious breaches under the Tourism Industry Regulations 1992. .

As a result, MOTAC has conducted searches, recorded statements from the company and the affected pilgrims, and opened an investigation file.

A recommendation paper for the cancellation of the company’s licence is also being finalised for consideration by MOTAC’s top management.

This incident once again demonstrates that there are still operators who exploit public trust. MOTAC stresses that the Ministry will not compromise with any operator who engages in deception, neglects the welfare of pilgrims, or damages the country’s reputation.

From 2023 to October 2025, MOTAC carried out 64 enforcement operations and took suspension and cancellation action against agencies that breached the law. During this period, four (4) travel agency licences were suspended and two (2) licences were revoked. However, the continued recurrence of such incidents shows that existing approaches must be further tightened and strengthened.

In this respect, MOTAC urges the public to always verify the licensing status of travel agencies before making any payments, and to report any irregularities immediately so that prompt action can be taken.

The welfare of pilgrims and consumers remains MOTAC’s top priority. Firm action will continue, and the tourism industry, particularly the umrah sector, will be ensured to operate only under truly integrity-driven, professional and responsible operators, the Minister stressed.